IT Problem Management

Chapter 9. Management, Review, and Oversight

There are three key components to management review and oversight of the problem management function: a plan with measurable objectives, metrics, and formal review of those metrics. We can think of these as the strategic, tactical, and operational level tasks of the problem management function. First, you must establish problem management objectives. This is your strategic task. You must then determine which metrics to gather to monitor your progress toward achieving those objectives. You must also meet with your key team leaders to review those metrics. These are your tactical tasks. Finally, you must conduct operational level meetings with your team leaders to review operational level information, ...